Refund policy
Last Updated: 17 August 2026
At Loom Row, we want every purchase to feel right. If something isn't, our return process is simple and hassle free.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing info@loomrow.com with your order number. After 24 hours we cannot guarantee cancellation, as your order may already be in processing. Once an order has been dispatched it can no longer be cancelled, but you can return it after delivery under this policy.
30 Day Easy Returns
You have 30 days from the day your order arrives to return items. To be eligible, items must be unused, in their original condition, and returned with all original packaging, tags, and accessories. Our support team will guide you through every step. Restocking Fee: £0. We never charge restocking fees.
Return Policy Overview
Return Window: 30 days from the day you receive your order. Condition: unused, original condition, all packaging, tags, and accessories included. Easy Returns: our support team walks you through it. Restocking Fee: none.
Return Costs
Defective or Incorrect Products: nothing to pay if your item arrives damaged, defective, or isn't what you ordered. Change of Mind: if you ordered the wrong item, it doesn't fit, or you no longer want it, you cover the actual return postage. Original shipping costs are non refundable.
How to Return an Item
- Contact Us: email info@loomrow.com with your order number and reason for return.
- Pack Your Item: repack it securely in its original packaging with all accessories, tags, and documents.
- Send It Back: post your return using the instructions in your return authorisation email, using the carrier or method recommended there.
Refund Process
Once your return arrives, we inspect it against the return criteria. After approval, please allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.
Exchanges
We accept exchanges. For a different size, colour, or product, email info@loomrow.com and we'll arrange a quick swap.
Order Not Delivered
If your order hasn't arrived within the expected delivery window, email info@loomrow.com with your order number. We'll investigate with the carrier, and if the package is confirmed lost we'll issue a full refund or send a replacement at no cost to you.
Non Returnable Items
For hygiene and safety reasons, a small number of items cannot be returned. These are clearly marked as non returnable on their product pages.
Changes to This Policy
We may update this policy at any time; changes appear here with a revised Last Updated date. Continued use of our website after changes means you accept the updated policy.
Questions? Visit our FAQ page or contact our customer service team.
Contact Information
Store Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Store Email: info@loomrow.com
Store Phone: +44 7457 426311
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT)
We do our best to reply to your e-mail within 1–2 business days.